Virgin Trains

0843 208 2214

virgin-trains-helpline
Virgin Trains Helpline

Virgin Trains is a train service operator based in the UK. If you need assistance with a journey, call the Virgin Trains Helpline on 0843 208 2214.

Other Contact Numbers for Virgin Trains

Department Contact Number
Customer Services 0843 208 2214
Head Office 0843 208 2214
Journey Planner 0843 208 2214

Virgin Trains Helpline Opening Hours

Days Opening Hours
Monday- Friday 8.30am-6.15pm
Saturday 9am-4pm
Sunday 9am-4pm

Virgin Trains Head Office Address

Department Address
Head Office Virgin Trains
North Wing Offices
Euston Station LondonNW1 2HS

Why contact the Virgin Trains Helpline?

  • To find out more information about a specific journey, such as stops or departure times.
  • To get a refund for a cancelled or delayed journey.
  • For information about a delay.
  • For information about maintenance works.
  • To make a complaint about a Virgin Trains journey, train or employee.

Virgin Trains: Which coaches are first class?
What time is classed as off-peak?
Virgin Trains: Where to put luggage?

Virgin Trains

Virgin Trains is a UK-based rail operator. Virgin Trains mostly operates long-distance routes, such as Manchester to London or Birmingham to Glasgow. The routes are known as West Coast and East Coast. West Coast services run to/from London Euston from Glasgow, Liverpool, Birmingham and Manchester. East Coast services go from London King’s Cross to the likes of Leeds, York, Edinburgh and Newcastle. If you’re looking for a weekend away, you can even book a Virgin Trains short break – a package getaway where a Virgin advisor will book your train, hotel and attractions in one booking.

Virgin Train Ticket

There are lots of benefits to booking your train ticket directly through Virgin Trains. Firstly, there are no booking fees and no extra charges for cards. Virgin Trains releases their fares 12 weeks before the date of travel and this is when they are at their most affordable. You can also purchase season tickets for 7 days, a month, six months or 12 months if you regularly travel on the same route. Virgin Trains also has a price promise that you won’t find cheaper prices for Virgin Trains anywhere else. You can also collect rewards by booking with Virgin Trains, such as Nectar points or even Virgin Atlantic air miles. If you book as a group of 3-9 people you could even make further savings.

Virgin Trains First Class

Virgin Trains Liverpool
Virgin Trains Liverpool

For an extra fee, you can upgrade to a Virgin Trains First Class experience. First Class seats have extra legroom and are extra wide, so they are more comfortable than a standard class seat. You will be able to connect to the onboard wifi free of charge so that you can browse social media or get on with some work. You can enjoy an at-seat service of drinks and snacks, plus food and drink from a specially selected menu. There is a table at every seat as well as a plug so that you can charge your device. In terms of food, the menu that you will be able to choose from depends on the time of day. For instance, at breakfast you can enjoy a full English breakfast, at lunch you can enjoy a tasty sandwich and at dinnertime, you can enjoy a piping hot meal.

Virgin Trains Refund

If your train has been delayed for over 30 minutes, you are entitled to a refund. Virgin Trains has set up Automatic Delay Repay on the West Coast line – if you have booked an advance ticket online, you could find that the refund is already in your bank account. If you didn’t buy an advance ticket, you just need to fill out a claim form- you can opt to receive payment by cheque in the post, or via PayPal – whatever suits you best. You will find the form at the bottom of this page. If your journey was on the East Coast line, you will find the claim form here.

Virgin Trains Complaints

The quickest way to file a complaint with Virgin Trains is to fill in the online contact form. You’ll need to fill out your details such as ways to contact you, your booking reference and what actually happened during the incident, whether it was due to a delayed train or an employee being rude to you. If you purchased an advance ticket, you can upload your ticket to help Virgin Trains solve your enquiry faster.

If you are unhappy with their services, Virgin Trains recommends that you initially talk to a member of staff at a station or onboard the train. They aim to resolve complaints quickly and satisfactorily but if your complaint can’t be solved on the spot, it will be passed on to the customer relations team. You can contact the customer relations team via email at customer.relations@virgintrains.co.uk. You can also make a complaint by contacting Virgin Trains via social media such as Twitter and Facebook. Before responding to your complaint, Virgin Trains will undertake a full investigation to see what has happened. If it involves a member of staff, the line manager may launch an internal investigation.

Virgin Trains Lost Property

If you have left something on board a Virgin Trains train, call the Virgin Trains helpline using the phone number on this page. The assistants will be happy to ensure that the item makes its way back to you, whether it is a musical instrument, a suitcase or a jacket.

Popular questions about Virgin Trains

Virgin Trains: Which coaches are first class?

The location of the first class coaches on each Virgin Train depends on the type of train that you’re travelling on. For an East Coast electric train, coaches K, M and L are first class.

What do Virgin Trains class as off-peak?

Off-peak times are generally quieter. They are classed as after 10.30 and after 8pm on weekdays, and anytime on weekdays. This can vary for trains travelling to London Euston.

Virgin Trains: where to put luggage?

There is luggage storage both above your head and at the end of each carriage. You can take one piece of hand luggage and two pieces of larger luggage on Virgin Trains.

If you need assistance with a Virgin Trains journey or need to report a problem, call the Virgin Trains helpline using the phone number on this page.